...Tugce Ozgen Genc; Juliette Wilson; Matthew Alexander; Jodie Conduit Purpose Drawing on service-dominant logic (S-D Logic) as a coordinating meta-theory, the paper seeks to understand how actor engagement behaviors (AEBs) serve as forms of institutional work (IW). Design/methodology/approach...

... not initiate the Milan ST. The companies and nonprofit organizations urged the city government to support the initiative, leading to its widespread success. Service ecosystem Sustainability transition Service-dominant logic Regenerative thinking Institutional work Value Co-creation...

... Leverage points Service-dominant logic In the turbulent service environment marked by disruptions like climate change and innovations such as smart technologies (McKinsey, 2020), service firms struggle to navigate change while maintaining their daily operations. A prime example is the shift toward...

... Emerald Publishing Limited Licensed re-use rights only Customer centricity Institutions Service-dominant logic Service ecosystems Prior research in service-dominant (S-D) logic has emphasized the need to develop mid-range theories in order to bridge the gap between abstract general...

...Suvi Nenonen; Johanna Gummerus; Alexey Sklyar Purpose Service-dominant logic acknowledges that actors can influence how service ecosystems evolve through institutional work, but empirical research is only nascent. This paper advances understanding of ecosystem change by proposing that dynamic...

... consumption behaviors. Social media Customer engagement User-generated content Firm-generated content Service-dominant logic TV shows Time-shifted viewing Second, the very act of engaging online with a brand has the potential to influence consumption (Oestreicher-Singer and Zalmanson, 2012...

... framework. Design/methodology/approach This conceptual paper draws on service-dominant logic and structuration theory as theoretical lenses to inform engagement research. Findings By means of a stepwise exercise of “zooming out,” the paper introduces a multi-perspective (micro-, meso-, macro...

..., using a service-dominant logic lens. The focus is on identifying the key drivers of the scaling-up process as the basis for a new conceptual framework on the scaling up of service innovations. An inductive research design is used to zoom in on two innovative service ecosystems, Eataly...

... examines a public health service network that experienced imbalance that was detrimental to the lives of its users: the Mid-Staffordshire National Health Service (NHS) Trust, UK. Drawing on service-dominant logic and stakeholder theory, case evidence provides insight into the origin and drivers...

... and resource density, and resource integration as the fundamental way to innovate.” Skålén et al. (2014, p. 140) argue that service-dominant logic (SDL) “entails a shift in focus away from product, process, and organizational innovation toward the foundational elements comprising...

... on literature in the fields of service management, service-dominant logic and service logic, consumer culture theory, and service innovation and design, together with invited commentaries by prominent scholars. Findings – A conceptualization is developed for “service experience co-creation,” and multiple...

... are evaluated. Design/methodology/approach – The authors apply a conceptual approach to develop and propose a framework for deepening the understanding of the context of market-related experiences. The authors integrate two growing streams of research – consumer culture theory and service-dominant logic...

..., in a systematic manner, distinguish, categorise and perceive offerings to be tangible or intangible in nature (Carter and Gilovich, 2010 ; Van Boven, 2005). Tangibility Intangibility Consumers Consumer research Marketing Consumer experiences Marketing theory Service‐dominant logic Resource type...

...Rohit Verma; Irene Ng; Glenn Parry; Laura Smith; Roger Maull; Gerard Briscoe Purpose The purpose of this paper is to present a visualisation of the firm's offering from a service‐dominant logic (S‐DLogic) perspective. The case of Rolls‐Royce is presented as an avenue through which to explore...

... by service‐dominant logic (SDL) with a service system design informed by goods‐dominant logic (GDL). The purpose of this paper is to address this knowledge gap. The research question is: does a service‐dominant system design result in a more favourable customer experience than a goods‐dominant service system...

... Three characterisations of the concept of service experience are identified in the literature review: phenomenological service experience (which relates to the value discussion in service‐dominant logic and interpretative consumer research); process‐based service experience (which relates...